DMP - My Scheduled Content is not Playing Correctly

1. Is the schedule enabled from the checkbox in the lower left of the UI?

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2. Is the system clock correct?

   • If the clock is incorrect, follow these steps to correct it:

     1. Close the DMP software. This is necessary to allow the software to recognize the time change when starting up the application after the change.

     2.  Correct the system date and time. Note you cannot use the network time Sync now button. You can however do the following:

        • Press **Win + R** to open the Run dialog box.

        • Type: timedate.cpl

        • Press Enter.

        • Modify the time and save.

     3. Then re-open the DMP software.

3. Is there a schedule present under Schedule Manager?
   • 
     1. If the schedule ended prematurely
        • Use the Copy Forward feature to extend the previous schedule.
          • DMP 8: DMP 8 User Guide - Copy Schedule
          • DMP 9: DMP 9 User Guide - Copy Schedule
     2. If there is no schedule or it is inaccurate, you can do one of the following:
        • Manually build/modify a schedule using the appropriate guide for your DMP version:
          • DMP 8: DMP 8 User Guide - Create Schedule 
          • DMP 9: DMP 9 User Guide - Create Schedule
        • Attempt to re-import the schedule.xml file. 
          • If you still have your Content Update USB drive. You should see a schedule.xml in the root folder. You can follow the process outlined below to import the schedule.
          • If needed, I can send a copy of the latest schedule.xml file. You can copy this to a USB drive and follow the process outlined below to import the schedule.
            • Attach the USB drive to the DMP in question.
            • The Import Schedule button can be found under the Schedule > Schedule Manager section. 
              • If the schedule.xml file is failing to import, you may want to run the content updates again.  Be sure to go up and down the list of the titles and confirm there is a green "Success" icon next to each title.
                • If this does not resolve the issue, we will need to review your DMP logs.
                  • Go to the General Settings (DMP 8) or Support (DMP 9) area of the DMP software.
                    • Click the Export Logs button.
                    • Save the exported log file to a USB drive
                      • You can use the content update drive
                      • Be sure to label the files clearly so that you know which DMP produced which log file
                    • Send the resulting ZIP file back to us .
                  • If the schedule.xml file is failing to import, it's typically due to missing content. If the schedule file includes references to movies that are not on the DMP, that schedule will fail to import. Sometimes this is easily fixable. For example, if the schedule is referencing an incorrect version of a movie that is present, a simple edit of the file will correct that. However, in other cases it may be necessary to ship out new drives containing one or more movies.

4. Was a scheduled item skipped?

   1. Was the system or application recently restarted?

      • If the system or application was recently restarted, the software will not pick up the title that was previously playing. It will instead play the next upcoming scheduled item.

   2. Was the schedule recently updated?

      • If the schedule was recently updated (during content updates normally), there could be an adjustment to licensed content and/or the schedule. The schedule should play the next upcoming scheduled item from the updated schedule.

   3. Scheduled time gaps

      • There have been some reports of scheduled items being skipped when there is not enough of a time gap in between scheduled content items. Try to add a 3-5 second gap in between items to allow for the content to switch over if you are experiencing this issue.